CALL SCRIPTING & PROTOCOL REFERENCE GUIDE

To ensure professional, consistent, and high-quality experience, all interpreters must

adhere to the following scripts and protocols.

CALL SCRIPTS
OPI (Over-the-Phone Interpreting) and VRI (Video Remote Interpreting)
Interpreters working in OPI and VRI environments must be prepared to respond promptly and
professionally.

Greeting to Client:
"This is your (language) interpreter (first name) ID # ________. Is your client present?"

✓ If the LEP person is present, proceed with the Pre-session script:

“Next, I will greet your client and explain that:

• I will interpret everything that is said.

• All information discussed will be kept confidential.
• For best quality, please speak in short and complete phrases.”

Greeting to the LEPP (in target Language):

“Good morning (evening) ma’am/sir. You have a (language) interpreter on the line who will assist
you during this conversation. I will interpret everything that is said. All information discussed will
be kept confidential. For best quality, please speak in short and complete phrases.”

✓ If the LEPP is not present:

"How may I help you?"
Agent-Connected Calls
These are calls initiated or managed by a live representative (agent), who connects the
interpreter to either the client, the LEP (Limited English Proficient) individual, or both.
Interpreters must be attentive to the agent’s instructions and prepared to enter the session
smoothly, following all required protocols and scripting once the connection is established.

Greeting to Agent:
"Hello, this is the interpreter"

The agent will inform the interpreter about the call type before adding the client to the call. Once
the client is added to the call, continue with the Greeting to Client and Pre-Session script in
English, then in the target language for the LEPP.

Note: The pre-session script in English does not apply to PennyMac and Lowell calls. The
interpreter must skip the pre-session script in English and provide it to LEP in the target
language only.

Third-Party Dial-Out Protocol

Step 1: Gather Basic Information
Before placing a dial-out call (whether by the interpreter, agent, or client), please gather all
necessary information by asking the following questions:
• “May I please have the name of the person we’re calling?”
• "How would you like to be introduced?"
• "If we reach voicemail, would you like to leave a message?"

Step 2: Confirm Readiness and Proceed

Once all information is collected:

• If you’re placing the dial-out, proceed confidently and professionally with the call
• If the agent or client is placing the dial-out, let them know you are ready to begin
• If the call does not connect, report back to the agent/client and ask how they’d like to
proceed.
• Always provide the pre-session introduction script once the LEPP answers.
• If an international dial-out is required but cannot be completed, offer to transfer the call to
an agent.

Handling Conference Bridge Numbers or Zoom Meetings

Interpreters are unable to join conference bridge lines or virtual meetings (e.g., Zoom, Teams,
WebEx) independently. If a conference connection is required, the client must notify the agent
handling the call. The agent will facilitate the connection and assign an interpreter accordingly.

Recommended script: "I apologize for the inconvenience, but I'll need to transfer you back to
an agent. Please let them know that you need a conference bridge, and they will connect you
with a new interpreter and the meeting you need to join."

Call Closing
Standard Closing:
"Thank you for calling, this is your (language) interpreter (first name) ID # ________, signing off."

If the conversation appears complete but the client has not officially ended the call,
politely ask: "Is there anything else the interpreter can assist you with?

• If no further assistance is needed, proceed with the Standard Closing above.

• The interpreter should then disconnect from the call.

Remaining on the line after services are no longer required may result in corrective action.

Emergency 911 Calls

In emergency situations, time is critical. Interpreters must use a direct and efficient greeting to
ensure immediate support can be provided without delay. Unlike standard calls, there is no
need for full introductions or formal scripting. Clarity and speed take priority to assist first
responders and clients as quickly as possible.

IVR/OPI:
Brief Greeting: "(Language) interpreter (ID#), how may I help you?"
Agent-Connected Calls:
Greet the agent by saying: “How may I assist you?”

All emergency calls must include the following closing statement:

“Thank you for calling. This is your [language] interpreter, [name], ID number [____], signing
off.”

PROTOCOL SCRIPTS
Clarifications & Repetitions

When Clarifying with the LEP Individual

✓ If you need to confirm something briefly with the LEP:

“This is your interpreter. I just confirmed the [e.g., zip code, phone number] with your
client to ensure accuracy.”

✓ To ask the LEP to repeat, first ask the provider:

“This is your interpreter. May I ask your client to repeat that for clarity?”

✓ After clarification:
“I’ll now proceed with the interpretation.”
“Your caller stated the following:”
(Then proceed with your rendition.)

When Clarifying with the Provider/Client

✓ If the audio cuts off or there’s interference:

“This is your interpreter. The line cut off for a moment. Could you please repeat that?”

✓ When too much information is shared at once:

“This is your interpreter. For accuracy, I’d like to interpret what’s been said so far
before we continue.”

✓ If the LEP is replying in English:

“This is your interpreter. Your client seems to understand and is responding in English.
Would you like to confirm whether interpretation is still needed?”
 ✓ If the LEP appears confused or unclear:
“This is your interpreter. Your client may not have fully understood. Would you like to
repeat or rephrase for better understanding?”

Additional Scenarios

✓ If asked for an opinion:

“This is your interpreter. My apologies. Unfortunately, I am unable to provide my
personal opinion as I am required to remain unbiased and neutral.

✓ If someone asks you not to interpret something:

“This is your interpreter. To maintain transparency and neutrality, I must interpret
everything that is said”

Hold Time Policy

Interpreters may be asked to hold, placed on hold without notice, or unexpectedly left waiting
during a session. In all cases, interpreters are expected to remain on the line for a standard
maximum hold time of 5 minutes, unless otherwise directed by the provider.

Interpreter Script:
“This is your interpreter. I’ll remain on hold. Please note that the standard hold time is 5 minutes.
How long would you like me to remain on the line?”
Note: If the provider requests a longer hold time, their instructions must be followed.

If No Time Is Specified (Default to 5 Minutes):

1. Remain on hold for up to 5 minutes.
2. At the 5-minute mark, make up to two attempts to confirm if the caller has returned. “Do
we have [English-speaking representative] back on the line?”
3. If no one returns, inform all parties and disconnect following protocol:

To the Client/Provider: “This is your interpreter. As per company policy, I will now need
to disconnect due to extended hold time. I’ll inform your caller/patient before ending the
session. This is your [Language] interpreter, [Name], ID number [____], signing off.”
 To the LEP Participant (in target language): “This is your interpreter. It appears the
representative is no longer on the line. I recommend calling them back or waiting for
further communication. If they return, they will be able to reconnect with another
interpreter. I apologize for the inconvenience, and I will now disconnect.”

If the Provider Specifies a Hold Time Longer Than 5 Minutes:

1. Remain on hold for the requested duration. Call must be refreshed every 5 minutes “This
is your interpreter. Just letting you know I’m still on the line as requested.”
2. After the requested time has passed, and if no one has returned to the line, make up to
two attempts to check if the provider is back. “Do we have [English-speaking
representative] back on the line?”
3. If no response is received, proceed to disconnect following the standard protocol:

To the Client/Provider: “This is your interpreter. As per company policy, I will now need
to disconnect due to extended hold time. I’ll inform your caller/patient before ending the
session. This is your [Language] interpreter, [Name], ID number [____], signing off.”

To the LEP Participant (in target language): “This is your interpreter. It appears the
representative is no longer on the line. I recommend calling them back or waiting for
further communication. If they return, they will be able to reconnect with another
interpreter. I apologize for the inconvenience, and I will now disconnect.”

When the LEP Participant (LEPP) attempts to engage while on hold:

“This is your interpreter. As per company policy and the Interpreter Code of Ethics, I am not
permitted to engage in personal conversation. Thank you for your understanding, please
continue to hold.”

When the client returns to the line:

“This is your interpreter. While we were on hold, your client attempted to engage in conversation.
They were informed that interpreters are not allowed to speak outside of the interpreting session
and asked them to continue holding.”

For any other case where the interpreter needs to hold, the interpreter can hold for 5 minutes.
For example, if the interpreter is only connected the LEP participant or when the call appears
to have ended and all other parties have left the conversation without formally closing the
session.
Call Disqualification

In rare circumstances, interpreters may need to remove themselves from a call. Below are
sample scripts to ensure professionalism and clarity when disqualification is absolutely
necessary. Always remain courteous and neutral and notify your supervisor with the required
details.

Emergency (Life-Threatening Situation)

“This is your interpreter. I apologize for the interruption. I’m currently facing an emergency that
requires my immediate attention. With your permission, I’d like to offer to connect you with
another interpreter.”

Call Exceeds Time Limit

Call Exceeds Time Limit (2+ hours continuous)

“This is your interpreter. I apologize for the interruption. Due to the extended duration of the
session, I’d like to offer to connect you with another interpreter to help ensure continued
accuracy and quality.”

Note: If you feel capable of continuing the session without compromising performance or
accuracy, you may do so. However, if at any point you feel unable to maintain quality, you
must follow the disqualification protocol and offer a transfer.

Call Beyond Skill Level

“This is your interpreter. I apologize, but I believe the subject matter and terminology being
discussed are beyond my current expertise. With your permission, I’d like to offer to connect
you with another interpreter to help ensure continued accuracy and quality.”

Other Valid Disqualification Scenarios

(e.g., inappropriate behavior, language mismatch)

If appropriate, briefly state the reason for disqualification with professionalism.

Example:

“This is your interpreter. I apologize, but I’ll need to withdraw from this call due to [situation that
prevents the interpreter from continuing]. With your permission, I’d like to offer to connect you
with another interpreter to help ensure continued accuracy and quality.”

Reporting Protocol for Interpreter Disqualification

All disqualifications must be properly documented and reported. Please submit the following
details to your supervisor:

❑ Date of call
❑ Start time
❑ End time
❑ Job number (if available)
❑ Reason for disqualification

Note: Recurrent disqualification from calls, whether due to skill-related limitations, failure
to report disqualifications, or disqualifying without a valid reason, may result in corrective
action. This may include skill removal, temporary suspension, or permanent removal from
service, depending on the seriousness and circumstances of the concern, with actions
taken as deemed appropriate